Equinix Customer Portal (ECP) FAQs

Your digital experience with Equinix will be even better, with more features and self-service options. Here you will find new features, the main changes to our portal and training materials to teach you how to best use the Equinix Customer Portal (ECP), changes in customer code, access guidelines for the new portal (Equinix Customer Portal) and modules (Cloud Exchange and Equinix IX) and information about opening tickets and access permissions.

Using the ECP

Will Equinix provide training materials on how to use the new ECP?

Videos will be provided in the Resource Center explaining how to browse through the new Equinix Customer Portal (ECP) and perform tasks such as opening tickets, registering individuals for data center visits, and other features available in the current portal. You can also preview ECP functionality using ECP Preview.

Who should I contact if I have any issues accessing or browsing through the new ECP?

With the transition to the new ECP, will we continue using the same username and password currently used to access the current portal? Or will we receive a new username and password?

As the Portal platform has changed, the registration of a new password is required. And in some cases, changing the username is also needed, to respect new security and control policies. On October 8th, we have deployed two messages to the contacts registered in our database with instructions for accessing the new Equinix Customer Portal (ECP), link to register the new password and creation of the new user, when necessary. If you have not received those emails, please contact your CSM or Equinix Global Service Desk by phone (0800.878.1202) or email (support@equinix.com).

I was informed that the customer portal will undergo changes. What are the main changes to the ECP?

You will notice improvements in your Equinix Customer Portal (ECP) digital experience. The main changes relate mainly to the layout and site navigation. Customers from Equinix Brazil now have the same digital experience offered by Equinix around the world, in addition to a fully redesigned Managed Services area. Thus, within the new ECP, you’ll find a main portal to manage your colocation environment and interconnection products, and a Managed Services module where you can manage services such as backup, cloud, monitoring and others.

Which features will be available in the Equinix Customer Portal (ECP) main portal?

Starting in October, you’ll be able to perform the following activities in the Equinix Customer Portal (ECP):

How do I access the Managed Services module?

After logging into the new Equinix Customer Portal (ECP), select the “Operations” option and click “Managed Services” in the main menu. This will take you to the Managed Services module. The Master Administrator must grant permission to “Access the Managed Services Portal”, to carry out activities in this module. This permission must be configured via the “User Management” menu.

How do I get access to the new Cloud Exchange™ and Equinix IX portals?

"Access to the Cloud Exchange Portal” and “Access to the Equinix IX Portal” permissions in order to carry out activities in these modules. These permissions can be configured through the “User Management” menu. If you have trouble accessing the new modules, contact the Equinix Global Service Desk - (GSD) via phone (0800.878.1202 or 1 866.378.4649) or email (support@equinix.com) or your Customer Success Manager (CSM).

Features of the ECP

Will any of the current self-service features in the Customer Portal not be available in the ECP?

Some minor and underused features of the current Customer Portal will be removed. For example, you will no longer be able to request upgrades of the Corporate Cloud (Virtual Private Service) or Smart Hands Support Plan through the portal. In addition, the GSLB administration portal will also be discontinued. These features will remain available by opening tickets in the ECP and contacting your CSM or Equinix Global Service Desk via phone(0800.878.1202 or 1 866.378.4649) or email (support@equinix.com).

Will there be any change in the process of registering individuals to access Equinix’s data centers?

The process will remain the same, i.e. to gain access to Equinix data centers, you must open a Work Visit request in the Equinix Customer Portal. However, it will be done in the new Equinix Customer Portal, that now has a different layout.

Will there be any changes to the managed services features currently available in the ECP?

Yes. The entire Customer Portal will be revamped and the main managed services technical tools that are currently available will also be restructured in a new platform. Some examples are the Firewall as a Service or Backup as a Service portals. New Portals will also be created, such as DNS Management.

I was informed that the ECP will no longer show the Data Center’s graphic map. How will I access this information starting in October?

The information will remain available in an analytical manner through reports, which can be obtained directly from the portal. This report can be accessed through the Installed Base option in the Operations menu.

The Welcome Kit I received by email when I became an Equinix customer is outdated and I don’t know where to download the latest version. Where can I find this information on the new ECP? How can I access this information?

The Welcome Kit has been replaced by the Equinix Customer Guide, which is an online portal. This guide contains everything covered in the Welcome Kit PDF as well as other relevant information. You can access the Equinix Customer Guide here or through ECP: Support / Customer Guide.

Opening and monitoring tickets in the ECP

Will there be any changes to the rules for requesting new purchases in the new ECP?

Yes. You will now manage purchase permissions directly through the Equinix Customer Portal, without any need to send additional documentation to your Account Manager. Users assigned by the Master profile with purchase permission will be able to make purchases on the portal. There is no need to be a legal representative of the company in order to have this permission.

Which products are available for purchase in the new ECP starting in October?

Starting in October, you’ll be able to purchase products directly in the main module of the Equinix Customer Portal (ECP), such as:

Cross Connect

Intra Customer Cross Connect

Metro Connect

Cloud Exchange™

Equinix Internet Exchange

Will there be any changes to the process of opening request or incident tickets in the new ECP?

Yes. The Equinix Customer Portal’s service module has undergone major changes. You will notice that the interface to open requests or incidents is quite different. The first change is that you will now have two areas to open tickets: a main area for tickets related to space, power and interconnection products, and a secondary area for more specific tickets related to Managed Services. These changes will help us service your requests much more quickly and directly.

How do I open tickets related to my colocation environment, power or interconnection products starting in October?

Starting in October, tickets related to space, power and interconnection (Cross Connect, Metro Connect™, etc.) must be opened directly in the main module of the Equinix Customer Portal (select “Operations” and then “Trouble Ticket” in the main menu) or via the Equinix Global Service Desk (GSD) phone (0800.878.1202 or 1 866.378.4649) or email (support@equinix.com).

How do I open tickets related to my Managed Services, such as hosting, backup and cloud, starting in October?

Starting in October, these tickets must be opened through the Managed Services module or through the Equinix Service Desk. To access the Managed Services module, you must enter the main portal (Equinix Customer Portal), select the “Operations” menu and then “Managed Services.” This will take you to the Managed Services module. In the Managed Services module menu, select “Ticket” and “Create Ticket”, and follow the instructions to classify your ticket. If you’re not sure how to classify your ticket, simply use the “Not sure” option in this stage. You can contact the Equinix Global Service Desk (GSD) via phone (0800.878.1202 or 1 866.378.4649).

If I open a ticket in the wrong area, does that mean the ticket will not be serviced?

You will always be serviced. If you open a ticket in the wrong area of the Portal, our team will redirect you to the proper service channel. Information requested via our ticket interface, which identifies each product line, helps us understand and solve the tickets faster. Therefore, if you have any questions, please contact your CSM or the Equinix Global Service Desk (GSD) via phone (0800.878.1202 or 1 866.378.4649).

I still have open tickets in the old Customer Portal. How can I monitor them until they are resolved?

All tickets in treatment will be reopened manually in the new Managed Services module. They will also have a new identification number, which you will receive by email. These new tickets, categorized as Service Request or Trouble Ticket, will contain a first interaction with the old identification number register, to facilitate their traceability. Each ticket will have a PDF file attached, with previous interactions full history. And from this moment on, all new interactions will be recorded in these new tickets.

Will I be able to visit my closed tickets?

Due to the incompatibility between the old system and the new platform it was not possible to migrate closed tickets to the new ECP. This incompatibility occurs because the old system is simpler in the format and content of information, while the new platform offers a wider range of fields and features, that improve and greatly automate the way of interpreting and acting on requests. Therefore, closed tickets will not be available for consultation in the ECP. However, the CSM and the GSD team have access to our customers full history internally and can provide you the information you need whenever requested.

Have my closed tickets been deleted?

No. Although the closed tickets are not available in the Equinix Customer Portal, our teams continue to have full access to our customers history internally. Therefore, if you need any information, please contact your CSM or the Equinix Global Service Desk so that they can consult and even open a new request using this requested history. To do this, contact us by phone (0800.878.1202) or email (support@equinix.com) and inform the old number of the ticket where the requested information is.

Access Permissions

Which user types does the new ECP support and how do they work?

There are three different types of users: Master Administrator, IBX Administrator and User. The Master Administrator is the most powerful user. He is able to manage permissions as well as create and manage all types of users for any IBX. The IBX Administrator also has administrator permissions (except those for IBX or Cage). He is able to create common users as well as create and manage permissions. The User only has the permissions assigned to them by the Master Administrator or IBX Administrator.

How will my current permissions be migrated?

Current Master users will be migrated as Master Administrators and all others will be migrated as common users (“Users”). Master Administrators will be able to manage all other users and can make any other necessary changes to permissions. Existing permissions will also be migrated to equivalent permissions. For example, users who have IBX access permissions will have equivalent permissions on the portal by default.

After the ECP is implemented, will there be any changes to permissions management in the portal?

Yes. Some rules and the permissions management interface will be changed. The first change is that you will now have to manage your permissions across two separate levels: the first level relates to general permissions, where you define the type of user, the IBXs, and authorizations for specific activities. The second level will only be available to customers that have acquired our Managed Services. In the second level, you will be able to manage specific permissions for Managed Services contracted.

Which permissions will be available in the main module of the ECP starting in October?

Starting in October, you’ll find the following permission options available in the main module:

Access to the portal and permissions to receive and send orders

Access to the IBX data center

View Equinix’s Installed Base

View billing and payment statements

Network and IBX notifications

Pending shipments notifications

Equinix IX module permissions

Equinix Connect permissions

Cloud Exchange™ module permissions

Managed Services Portal permissions

Which permissions will be available in the Managed Services module starting in October?

Starting in October, you’ll find the following permission options available in the managed services module:

View and manage backup

View and manage monitoring

View and manage links

View and manage cloud products

View and manage firewall, DNS and email inboxes

View overuse billing data

View technical interviews

Where will I be able to manage profiles and permissions?

The main Equinix Customer Portal (ECP) will have a User Management area where you will be able to manage general permissions. You’ll need to access the User Management tab within the Managed Services module to manage specific Managed Services permissions.

Which specific Managed Services permissions will I be able to manage?

Permissions to self-service modules of Managed Services main portfolio products, such as Managed Backup, Monitoration or Virtual Private Server, can be configured in three different levels: no permission; only viewing permission; and administrative permission.

Customers Codes

I was informed that the customer will have one code per contact instead of one code per customer. Who will generate these codes, and how and when will this be implemented?

Starting in October, when customer contacts log into the Equinix Customer Portal (ECP) for the first time, they will be given an opportunity to create their PIN (customer code) as well as their password and answers to security questions. This allows the customers themselves to generate codes in the new portal.

Related Resources

About Us

Equinix connects the world's leading businesses to their customers, employees and partners inside the world's most connected data centers in 52 markets across five continents. In Hong Kong, Equinix's office is in the International Commerce Centre, 1 Austin Road West, Kowloon, Hong Kong. Equinix's Hong Kong data centers are located in the Tsuen Wan and Tseung Kwan O districts.